CITY Furniture — Local services in Orlando

Although I had previously described a pleasant experience with City here, at that time my purchase had not been shipped and since then, my appreciation changed completely because I have had a terrible experience with the post-sales service. To start, the seller charged me without asking my approval, a 3-year Stain Removal Plan. I found out the next day when I reviewed the bill, the good thing, when I contacted him, he made the refund super quick.

On the delivery day, while one of the boys was unloading the stuff from the truck, the other one called the office to record my confirmation and acceptance. At that time, I had not had a chance to see the merchandise; At the end of the call I asked him if I could open the boxes to see the chairs and he told me that it was not necessary, that they did not have time and I had 24 hours to make a claim or ask for an exchange, which I trusted and believed in his word. This time, I bought 1 rug, 6 barstool chairs, and 2 side chairs that I needed to complete my set of 6 chairs that I bought just 1 year ago.

The moment I saw the side chairs coming down from the truck, it seemed strange to me that they didn't come with any type of protection, they put them in my dining room, we finished the call and they left. As soon as I was alone and saw the side chairs, they had stains, wear and tear, the fabric on the back looked detached from the filling due to use; I'm sure they were merchandise display or open box, however, I paid full price!

The next morning I wrote to City’s web page chat, I raised the case and after almost 2 hours, they finally agreed to change them. Initially, they offered to send someone to clean them, but as I indicated it wasn't just stains, then they asked how much I would be willing to receive as a credit towards a future purchase if I kept them or as a refund! The truth is I just wanted my new chairs the way I paid for them.

After that I stated that the barstool chairs are too wide for my kitchen counter, therefore I did not open one of the boxes, hoping I could exchange it for another item and pay the difference, however there was total refusal, even in a bad way, she told me I should have rejected the delivery, but I was not aware, it should be noted that this is the 5th time my husband and I bought in City and no seller had previously mentioned it to us, I even read all the documentation that the seller gave me with the invoice and does not appear! In fact, that's what I tried to do when I asked the delivery man to open the boxes because they seemed very big to me, but as I mentioned, he wouldn't let me and gave me the wrong information!

I had the opportunity to work for years in big service companies and I learned that you always have to try to understand and benefit the client, that means making exceptions, especially if there is a negative situation to try to compensate for the situation and in this case, City did exactly the opposite! In my case, as I mentioned, it was the 5th time we have bought there, I recommended the brand to friends and they equipped their entire new house with City furniture, however after this, I do not plan to return there based on my terrible experience. with post-sales service; I felt cheated, mistreated, ignored and I do not understand the refusal of why not make the exchange based on the fact that I tried to review and return one of the chairs at the time of delivery, then I contacted them at the next day, I did not open the box and even I offered to take it to the store, storage or wherever they indicated to use as credit on a next purchase… Not even for “selling” did they agree to help me, unfortunate!

Then, I remembered that in a previous purchase, we also had a bad experience. We bought a tempur pedic with an electric base that moved the part of the feet & head, and have vibration, then the seller said there was no stock to deliver with the rest of the stuff, so he sent another one but it didn't vibrate! End of story: We never received a refund because the item we had purchased was...

Terrible experience from start to finish. Please do NOT buy anything at all from here. Cheap furniture and extremely shady business practice. On 12/1/24, we purchased almost $5000 worth of furniture. Juan was the sales representative who was pleasant, but lied during the process. We were told the financing plan was not a credit card and was an option that city furniture had to break up the payments as a perk for getting customers to buy. This was strange, however went ahead with the transaction as were told that we would be charged more paying it on a regular credit card in full. Also was roped into buying the mattress protector as it had to be bought in order for any bed exchanges to be considered in the future within 21 days of purchase. Had questions a few days later about the purchase and was unable to get through to the store. Finally did and the sales representative was rude as soon as he was told that we had questions about the order. This person again confirmed that the financing plan monthly payments could be paid with a credit card. He would not allow the cancelation of the order and said the salesperson I worked with would have to address any questions and was told Juan would call back. He did not call back. Then when the furniture got delivered, they sent one man to deliver the entire order in which he flipped the king bedframe and mattress through the driveway as he obviously could not lift it himself, so of course all the furniture was broken. He also asked for my phone number and wanted to come back and build the broken furniture that he just flipped across the driveway for money on the side. I called immediately due to the broken furniture and finally was able to get ahold of someone who was unable to provide any information except that somebody else would have to call back even though this was the team to call for problems with orders post delivery. My friend wrote a review and someone called back who offered her a refund or a replacement of the furniture. Called back to ask for a refund and return of the items as offered and this time was told that CITY furniture does not accept refunds of any kind and nothing could be done. Asked for the recorded line tapes to be pulled as a refund was offered, but manager refused to do so. Manage agreed that one person should not be carrying a king size bedframe and temperpedic mattress alone. Now getting the bill and obviously as suspected the bills cannot be paid through credit card and only debit, so a new credit card was opened pointlessly as was trying to avoid.

Long story short, these people will say anything to get you to slide the card and then once the transaction is made, there is absolutely no customer service or care and nobody is on the same page. Please read the reddit reviews and the complaints on the better business bureau as well prior to making any sort of purchase. So many horror stories, far...

City Furniture buyers beware! If you’re looking for satisfaction on your next furniture purchase, then stay far away from City Furniture. I would have given City Furniture ⅕ star rating if I could and only because they did give me a free coffee. Again, if you’re looking to spend your hard-earned dollars (over $3.5K in our case) on furniture that you’re going to be disappointed with for the next few years, then by all means… Here’s the short of it. We went to City Furniture and after spending nearly 3 hours, finally settled on a contemporary sectional sofa, chaise and recliner combo. Approximately 2 weeks later, these items were delivered and while the delivery crew was pleasant and professional, this crew had no idea on how to make the final in-furniture speaker connections. I opted to ease their suffering and told them that I would take care of it myself. The entire family was super excited to lounge on the new sofa and for the next week or more, we all struggled to find a comfortable position (on the recliner, on the chaise, on the loveseat portion). So off to the City Furniture showroom we go. We got there and after convincing our salesperson that it was not just a matter of breaking in these pieces, we noticed that the center structural portion (not the padding) of the same sectional in the showroom was unlike the center structural portion of the pieces we received. The salesperson explains that it is “out of their hands” once the delivery has taken place, so off I go to talk to City Furniture Customer Service (and trust me, “service” is the last word that I would use in how they treat customers). We arranged for a “licensed and certified technician” (and I am running out of quotes to include when referring to City Furniture personnel) to come out and assess what’s going on with our $3.5K investment. You’ll never guess how much time this technician spent assessing the situation, no more than 5 minutes and I have the door camera recordings to prove this. Another 5 minutes go by and we get the most upsetting call that we’ve had in a while, a call from City Furniture Customer “Service” - there’s nothing wrong, there's no defect, there’s nothing more we can do for you. We argued for a bit, and you’ll never guess the words that came out of this person’s mouth - what you see or experience on the City Furniture showroom floor will never be the same when it is delivered to your home! So, there you go, if this is the case, I encourage you to do your shopping elsewhere, heck, just shop online and get better customer service when you return the items that you’re not fully satisfied with. Stay away from City Furniture or you’ll most...